Post on 05-Apr-2018
7/31/2019 Social CRM Intro
http://slidepdf.com/reader/full/social-crm-intro 1/18
Social CRM:Managing Customer Engagement
Using Social Media & CRMApril 17– 19, 2012
Frank Falcone
Co-Founder & Program Director
Dr. Dilip SomanProfessor of Marketing, Co-Founder & Academic Director
7/31/2019 Social CRM Intro
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The “Promise” of CRM
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7/31/2019 Social CRM Intro
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Social CRM = Social Media+CRM
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Dispelling the Myths
7/31/2019 Social CRM Intro
http://slidepdf.com/reader/full/social-crm-intro 7/18
The ‘Holy Grail’
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CustomerEngagement
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Social CRM is not an out of box solution.
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Social Networking is Gen Y thing.
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Dispelling the Myths
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Klout.com will tell me who my “Influencers” are.
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Dispelling the Myths
7/31/2019 Social CRM Intro
http://slidepdf.com/reader/full/social-crm-intro 12/18
To protect your brand you need to control the‘social’ conversation.
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Dispelling the Myths
7/31/2019 Social CRM Intro
http://slidepdf.com/reader/full/social-crm-intro 13/18
Myth #1:
Social Media is not a strategy or
marketing tactic.
It’s a communication medium.
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Corporate Spring
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Tuesday April 17th
8:30 – 9:00 am Intro 9:00 – 10:15 am Dilip Soman
10:15 – 10:30 am Break
10:30 – 11:00 am Frank Falcone
11:00 – 12:00 pm Hands-On-Lab (Sysomos)
12:00 – 1:00 pm Lunch
1:00 – 2:00 pm Hands-On-Lab (Sysomos)
2:00 – 4:00 pm Hands-On-Lab (Radian6)
4:00 – 5:00 pm Class Presentations